prepared by
Center for Statistical and Mathematical Computing
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METHODOLOGY
The IT User Survey is administered by the IU Center for Survey Research. Surveys were sent to 1,100 randomly selected people at Indiana University Sout Bend (175 faculty, 175 staff, and 750 students). The questions on the survey are primarily Likert opinion scales (1-5 rating scales with 5 always being the most favorable rating). For questions asking opinions of services, the results shown include in order: the average opinion score (labeled "Average"), the percentage of people who were satisfied with the service (graded it as a 3 or better, labeled "Satisfaction"), and the percentage of people who use the service (which we have taken to be the percentage of people who expressed an opinion about it, labeled "Usage").
Unless indicated otherwise, the results shown are weighted to estimate the average response of the entire IUSB community. Some services, however, are used only by certain subpopulations, so results are shown for the appropriate subpopulations. Subpopulations are indicated by F for faculty, Staff for staff, S for students. In some cases, the scores are for groups of subpopulations, indicated for example by [F&S] for services used by Faculty and Students. Results are shown separately for multiple subpopulations where appropriate. For the average opinion and the satisfaction percentage scores, confidence intervals are also provided. The confidence intervals indicate the sampling error for each estimate at the 95% confidence level (i.e. each mean and satisfaction score falls within the range indicated by the estimated value, plus or minus the interval score).
GENERAL USER SUPPORT SERVICES
1. Information Technologies (IT) provides a wide range of assistance for computer users. If you have received help from any of the following sources in the past year, please indicate your satisfaction by selecting the appropriate response. [All]
| Average | Satisfaction | Usage | |
| IT HelpDesk staff (DW 1245) - knowledge and ability [All] | 4.16 ± .10 | 90.9 ± 2.9% | 71.7% |
| IT HelpDesk staff (DW 1245) - courtesy & helpfulness [All] | 4.22 ± .09 | 93.1 ± 2.5% | 72.5% |
| IT HelpDesk staff - responsiveness [All] |
4.21 ± .10 | 91.2 ± 2.8% | 73.5% |
| Database programming and support [All] |
4.06 ± .13 | 92.0 ± 3.7% | 48.0% |
|
IT Web pages [All] |
3.98 ± .11 | 92.0 ± 3.1% | 68.5% |
| Availability of information concerning IT computers and services [All] | 3.94 ± .10 | 90.4 ± 3.0% | 74.8% |
| STARTUP classes in computing labs [F,S] |
3.98 ± .19 | 92.0 ± 5.7% | 36.6% |
| Technology training classes provided through Extended Learning Services [F,Staff] | 4.23 ± .18 | 95.4 ± 4.8% | 37.0% |
| UCET Technology training classes [F] | 3.81 ± .27 | 90.6 ± 8.9% | 51.0% |
| IU Knowledge Base [All] | 4.06 ± .11 | 93.5 ± 3.0% | 59.3% |
| IUware Online [All] | 4.30 ± .10 | 95.0 ± 2.5% | 66.6% |
2. Overall, how satisfied are you with the general IT user support services available at IU South Bend? [All]
| Average | Satisfaction | Usage |
| 4.14 ± .07 | 95.7 ± 1.9% | 90.4% |
STUDENT COMPUTING LABS
3. IT maintains a number of student computing labs designated specifically for student use and instruction. If you use such facilities and services, please indicate your satisfaction by selecting the appropriate response.
| Average | Satisfaction | Usage | |
| Student Computing Labs hardware [All] | 4.26 ± .10 | 96.8 ± 2.1% | 92.5% |
| Student Computing Labs software [All] | 4.19 ± .10 | 95.6 ± 2.4% | 92.9% |
| Availability of Student Computing Labs [All] | 3.49 ± .13 | 76.5 ± 4.6% | 94.9% |
| Knowledge and ability of Student Computing Labs consultants [All] | 3.71 ± .13 | 88.0 ± 4.1% | 80.4% |
| Courtesy and helpfulness of Student Computing Labs consultants [All] | 3.87 ± .12 | 89.3 ± 3.8% | 82.1% |
4. Net Express workstations are located in hallways and lobbies on campus. Please indicate your satisfaction by selecting the appropriate response. [All]
| Average | Satisfaction | Usage |
| 4.26 ± .10 | 96.1 ± 2.3% | 86.1% |
5. If you have used one of our mobile laptop PC units in the classroom, please indicate your satisfaction by selecting the appropriate response. [All]
| Average | Satisfaction | Usage |
| 4.09 ± .23 | 91.8 ± 6.3% | 21.6% |
6. Overall, how satisfied are you with IT instructional and student computing labs available at IU South Bend? [All]
| Average | Satisfaction | Usage |
| 4.00 ± .09 | 96.0 ± 2.2% | 93.9% |
CLASSROOM TECHNOLOGY SERVICES
7. IT provides permanently installed classroom technology equipment and support for all generally-scheduled classrooms. If you use these facilities and services, please indicate your satisfaction by selecting the appropriate response. [F]
| Average | Satisfaction | Usage | |
| Classroom tech staff – knowledge and ability | 4.22 ± .20 | 96.2 ± 4.9% | 74.3% |
| Classroom tech staff – courtesy and helpfulness | 4.34 ± .19 | 97.4 ± 4.2% | 73.3% |
| Classroom tech staff - responsiveness | 4.14 ± .25 | 89.6 ± 7.5% | 73.3% |
| Classroom technology equipment | 4.06 ± .20 | 91.7 ± 6.0% | 91.4% |
8. Overall, how satisfied are you with classroom technology services? [ALL]
| Average | Satisfaction | Usage |
| 4.11 ± .08 | 96.8 ± 1.9% | 92.5% |
9. Although IT is not directly responsible for the classroom facilities, overall, how satisfied are you with the physical characteristics of the generally-scheduled classrooms (e.g., lighting, acoustics, cleanliness, temperature, and projector screens)? [F, S]
| Average | Satisfaction | Usage |
| 3.74 ± .10 | 90.6 ± 3.2% | 99.1% |
WEB SERVICES
10. IT supports access to and use of various network-based information services and tools. If you use such facilities and services, please indicate your satisfaction by selecting the appropriate response. [All]
| Average | Satisfaction | Usage | |
| The IU South Bend homepage (www.iusb.edu) | 4.24 ± .07 | 97.9 ± 1.4% | 98.3% |
| Ease of navigation on IU South Bend Web site | 4.00 ± .09 | 91.4 ± 2.6% | 98.3% |
| Personal Web home pages (mypage.iusb.edu) | 3.91 ± .14 | 92.4 ± 3.9% | 49.8% |
11. Overall, how satisfied are you with Web services? [All]
| Average | Satisfaction | Usage |
| 4.08 ± .07 | 97.5 ± 1.5% | 97.4% |
DATA / TELECOM SERVICES
12. IT provides campus networking, data activations, telephone service and phone repair. If you use such facilities and services, please indicate your satisfaction by selecting the appropriate response.
| Average | Satisfaction | Usage | |
| Reliability of office, laboratory, or classroom direct network connection (Ethernet data jack) [F,Staff] | 4.26 ± .12 | 96.7 ± 2.9% | 76.8% |
| Speed of office, laboratory, or classroom direct network connection (Ethernet data jack) [F,Staff] | 4.10 ± .14 | 92.9 ± 3.9% | 81.2% |
| Wireless network availability [All] | 3.89 ± .15 | 88.4 ± 4.6% | 41.5% |
| Wireless network reliability [All] | 3.78 ± .16 | 85.1 ± 5.2% | 40.6% |
| Campus Switchboard (520-4872 or 0) [All] | 3.98 ± .13 | 91.9 ± 3.5% | 38.1% |
| Telephone support staff – knowledge and ability [F,Staff] | 4.21 ± .13 | 93.9 ± 3.8% | 72.5% |
| Telephone support staff – courtesy and helpfulness [F,Staff] | 4.26 ± .13 | 95.1 ± 3.4% | 72.6% |
| Telephone support staff – responsiveness [F, Staff] | 4.15 ± .14 | 94.2 ± 3.7% | 72.0% |
| Telephone equipment (e.g., telephone sets) [F,Staff] | 3.84 ± .14 | 89.6 ± 4.4% | 85.6% |
| Printed telephone directories [F,Staff] | 4.23 ± .11 | 96.6 ± 2.5% | 94.4% |
| Monthly invoice format [F,Staff] | 4.01 ± .22 | 91.1 ± 6.8% | 32.8% |
| Campus office voice mail services (520-4848) [F,Staff] | 4.08 ± .13 | 93.1 ± 3.6% | 90.4% |
13. Overall, how satisfied are you with data and telecommunication services? [All]
| Average | Satisfaction | Usage |
| 3.88 ± .09 | 93.6 ± 2.5% | 66.3% |
GENERAL ASSESSMENT
14. How helpful has the information technology environment at IU South Bend been in your teaching activities? [F]
| Average | Satisfaction | Usage |
| 4.18 ± .17 | 94.9 ± 4.8% | 94.3% |
15. How helpful has the information technology environment at IU South Bend been in your research activities? [S,F]
| Average | Satisfaction | Usage |
| 4.14 ± .10 | 95.2 ± 2.6% | 92.0% |
16. How helpful has the information technology environment at IU South Bend been in your learning experience? [S]
| Average | Satisfaction | Usage |
| 4.17 ± .10 | 96.9 ± 2.5% | 96.1% |
17. Overall, how satisfied are you with information technology services (including Help Desk, classroom technology, student labs, database support, office computers, Web-based information, network and telephone systems) offered by IU South Bend IT during the past year? [All]
| Average | Satisfaction | Usage |
| 4.04 ± .07 | 96.1 ± 1.8% | 97.9% |
UNIVERSITY INFORMATION TECHNOLOGY SERVICES
Many services are provided through University Information Technology Services (UITS) in Bloomington and Indianapolis for all IU campuses, including e-mail, Oncourse and administrative information systems.
Electronic Mail
18. IT supports a variety of electronic mail systems to send messages (e-mail) to others at IU and worldwide. If you use such facilities and services, please indicate your overall satisfaction by selecting the appropriate response.
| Average | Satisfaction | Usage | |
| Microsoft Exchange/Outlook [F,Staff] | 4.20 ± .12 | 94.6 ± 3.2% | 93.8% |
| WebMail/Cyrus [S] | 3.88 ± .14 | 91.1 ± 4.3% | 82.0% |
| Outlook Web Access [F,Staff] | 3.99 ± .15 | 91.8 ± 4.2% | 81.5% |
19. Which e-mail system do you use most often?
| Students | Staff | Faculty | |
| Microsoft Exchange/Outlook [F,Staff] | N/A | 82.2% | 77.5% |
| Outlook Web Access [F,Staff] | N/A | 17.8% | 15.7% |
| WebMail/Cyrus [S] | 63.4% | N/A | N/A |
| Other, please specify: [All] | 36.6% | 0% | 6.9% |
20. If IU e-mail is not your primary account, have you set it to automatically forward to your primary e-mail account? [All]
|
Yes: |
47.3% |
21. How often do you check your IU e-mail? [All]
| % Several times a days | % Once a day | % Several times a week | % Once a week | % Less than once a week | |
| Students | 34.8% | 25.3% | 20.2% | 8.2% | 11.6% |
| Staff | 96.3% | 1.5% | 2.2% | 0% | 0% |
| Faculty | 94.2% | 4.8% | 1.0% | 0% | 0% |
22. IT at IU provides an anti-spam service to quarantine potential spam e-mail. Indicate your overall satisfaction by selecting the appropriate response. [All]
| Average | Satisfaction | Usage |
| 4.16 ± .09 | 95.5 ± 2.0% | 80.8% |
23. Overall, how satisfied are you with the e-mail services provided by IU? [All]
| Average | Satisfaction | Usage |
| 4.06 ± .09 | 93.1 ± 2.4% | 94.2% |
ONCOURSE
24. Oncourse, a tool for creating and maintaining Web-based teaching and learning resources, is available to faculty and students at Indiana University. Respond to the following in reference to your experience with Oncourse. [F,S]
a. From where do you connect to Oncourse?
| Campus | Home | Both locations | Do not use | |
| Students | 5.6% | 10.3% | 82.4% | 1.7% |
| Faculty | 21.9% | 1.9% | 63.8% | 12.4% |
b. Indicate your level of satisfaction with Oncourse at IU:
| Average | Satisfaction | Usage |
| 3.80 ± .12 | 85.6 ± 3.9% | 97.7% |
RESEARCH AND ACADEMIC COMPUTING
25. Overall, how satisfied are you with the IU IT research computing services available centrally? [S,F]
| Average | Satisfaction | Usage |
| 4.08 ± .10 | 97.1 ± 2.3% | 80.4% |
UNIVERSITY INFORMATION SERVICES
26. IT Computing Services helps to support a number of information systems in support of administrative services on campus. If you use such facilities and services, please indicate your overall satisfaction by selecting the appropriate response.
| Average | Satisfaction | Usage | |
| Student Information Systems: General functionality (Admissions, Advising, Bursar, Records, Financial Aid) [All] | 3.98 ± .10 | 93.9 ± 2.6% | 95.6% |
| Student Information Systems: Academic Advising Services [All] | 3.69 ± .13 | 86.1 ± 4.2% | 76.7% |
| Student Information Systems: Register for Classes[S] | 4.14 ± .11 | 95.5 ± 2.9% | 98.2% |
| Student Information Systems: Bursar Services [S] | 3.97 ± .13 | 91.9 ± 3.8% | 97.4% |
| Student Information Systems: Financial Aid Services [S] | 3.91 ± .13 | 94.1 ± 3.6% | 81.9% |
| Student Information Systems: Faculty Services (rosters, grades) [F] | 3.78 ± .23 | 87.4 ± 7.6% | 86.1% |
| Human Resources Management System (HRMS): E-Doc Services [Staff] | 3.66 ± .26 | 85.7 ± 8.9% | 53.0% |
| Human Resources Management System (HRMS): TIME-IU time keeping system [F,Staff] | 3.81 ± .26 | 88.9 ± 8.6% | 27.3% |
| Financial Information System (FIS) [F,Staff] | 3.61 ± .23 | 82.9 ± 7.5% | 46.4% |
| IU Information Environment including Financial Data Retrieval System [F,Staff] | 3.60 ± .21 | 84.8 ± 7.2% | 45.6% |
| Library online catalog (INDYCAT/IUCAT) [All] | 4.02 ± .09 | 94.6 ± 2.5% | 88.5% |
| OneStart Portal: Navigation/Usability [All] | 4.08 ± .09 | 95.3 ± 2.1% | 90.9% |
| OneStart Portal: OneStart Calendar / Classifieds [S] | 3.90 ± .15 | 90.7 ± 4.6% | 76.1% |
27. Overall, how satisfied are you with student support systems made available by University Information Services at IU? (e.g., online schedule of classes, financial aid, registration, add/drop, IUCAT, etc.) [S, F]
| Average | Satisfaction | Usage |
| 4.08 ± .10 | 95.8 ± 2.4% | 98.5% |
28. Overall, how satisfied are you with the administrative support systems available at IU? [F,Staff]
| Average | Satisfaction | Usage |
| 3.73 ± .14 | 87.0 ± 4.9% | 82.1% |
ABOUT YOU
30. How would you rate your computer expertise? [All]
| Average Expertise (1=novice, 5=expert): | 3.55 ± .07 |
31. Do you have a computer (laptop or desktop) at your residence? [All]
|
Yes: |
97.2% |
a. What type of computer is it?
| Percentage checked | Responses | |
| 1. PC running Windows XP or Vista | 81.4% | 372 |
| 2. PC running older versions of Windows | 5.6% | 39 |
| 3. Apple Mac OS | 5.3% | 46 |
| 4. LINUX | 2.5% | 11 |
| 5. Other (Please specify) | 3.7% | 15 |
b. If you access IU South Bend IT computing resources from home, please indicate the service you use. Please mark all that apply.
| Percentage checked | Responses | |
| 1. Digital Subscriber Line (DSL) service from an Internet service provider with high-speed connectivity | 39.1% | 182 |
| 2. Cable Modem Service from local cable television service provider that offers high-speed connectivity | 27.5% | 128 |
| 3. Commercial Internet Service Provider for lower speed service, 56kb/s and below | 13.5% | 48 |
| 4. Other (Please specify) | 3.4% | 23 |
c. If you bring a laptop to campus, do you:
| Percentage checked | Responses | |
| Use it in the classroom? | 63.3% | 270 |
| Use the campus wireless network? | 64.1% | 276 |
32. Please respond to the following items to give us a better understanding of you as a student at IU South Bend. [S]
a. How many classes do you take in a typical semester?
| 1 or 2 | 3 or 4 | More than 4 | |
| Students | 10.6% | 55.1% | 34.4% |
b. Would you describe yourself as a:
| Traditional student (entered college immediately after high school; 24 years or under) | Non-traditional student (many years between high school and college; 25 years or older when starting college) | |
| Students | 62.1% | 37.9% |
c. While a student, do you:
| Work full-time | Work part-time | Have no paid employment | |
| Students | 25.2% | 53.5% | 21.2% |
d. Are you a:
| Male | Female | |
| Students | 33.0% | 67.0% |
33. How long have you been using computers? [All]
| Less than one year | 1-4 years | 5-9 years | 10-19 years | 20 years or more | |
| Students | 0% | 4.8% | 28.2% | 55.1% | 11.9% |
| Staff | 0% | 0% | 4.5% | 52.2% | 43.3% |
| Faculty | 0% | 1.9% | 4.9% | 51.5% | 41.7% |